Trust & Safety Agent (German Speaking)

TL;DR

Trust & Safety Agent (Ecommerce): Providing front-line support and managing trust and risk operations for German-speaking users with an accent on case investigation and marketplace safety. Focus on de-escalating complex sensitivity issues and resolving fraud-related cases.

Location: Must live within commuting distance of the Dublin hub (Ireland)

Salary: €35K – €42.5K

Company

The largest livestream shopping platform in North America and Europe enabling users to buy, sell, and discover collectibles and fashion.

What you will do

• Provide inbound email support for German users experiencing trust and safety issues.
• Investigate high-complexity and sensitive Trust & Risk cases to ensure platform security.
• De-escalate and educate customers to improve overall marketplace safety.
• Serve as the primary escalation point for issues requiring nuanced language and cultural understanding.
• Collaborate with cross-functional departments to research and resolve operational questions.
• Analyze key metrics and utilize data to make informed decisions on case resolutions.

Requirements

• Must live within commuting distance of the Dublin hub.
• Fluent in German and English.
• 2+ years of experience in Trust & Safety, customer service, user experience, or fraud operations.
• Strong understanding of Ecommerce and Marketplace operations.
• Experience with customer-facing systems such as Zendesk, Kustomer, or Intercom.
• Weekend availability required.

Nice to have

• 4-year university degree.
• Knowledge of the collectibles market.

Culture & Benefits

• Comprehensive health insurance options including medical, dental, and vision.
• Work-from-home support including setup allowance and monthly cell phone/internet stipends.
• Wellness and annual childcare allowances, plus lifetime family planning benefits.
• International pension plans and 16 weeks of paid parental leave.
• Monthly budget for dogfooding the app as both a buyer and seller.
• Generous holiday and time-off policy.